The influence of personality traits such as psychopathy on detained patients using the NHS complaints procedure in forensic settings

The current study examined the role of personality factors (particularly psychopathy) in the use of the NHS complaints procedure in forensic in-patients as there appears to be little literature in this field. Forty-six complainants were identified from the computerised information systems at a 60-bedded medium secure unit between April 1996 and April 2000. Scores on the Psychopathy Checklist:Screening Version (PCL:SV) in this sample were compared with a matched sample of 46 in-patients, who had not made a complaint (formal or informal) during the study period. Among the complainants few complaints were upheld. Complainants had significantly higher PCL:SV scores and higher incident rates than non-complainants. Key items on the PCL:SV that distinguished complainants from non-complainants were “grandiosity” and “does not accept responsibility”. Patient factors particularly psychopathic traits may be a much more important factor in the use of the complaints procedure in in-patient psychiatric settings than was initially envisaged. Complaints investigators need to be more aware of the influence of personality factors in patient satisfaction with care.